Tiếng Việt
English
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Salary:To 30 Million VNĐ
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Experience:Over 3 year(s)
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Job type:Permanent
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Level:Team Leader / Supervisor
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Industry:
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Work location:
Job Description
- Improve overall service quality and performance of the Contact Center, ensuring services delivered by agents, team leaders, and supervisors meet the Client's Service Standards.
- Manage the Inbound team (Team Leaders, agents) across people, operations, and quality.
- Plan and execute operations: forecasting, rostering, monitoring, briefings, coaching.
- Identify skill gaps and drive prevention/improvement plans.
- Monitor quality and productivity to meet client requirements.
- Handle customer & client escalations; ensure lessons learned and no re-occurrence.
- Train/retrain Flight agents to sustain service levels.
- Drive Service Improvement & Motivation programs.
- Provide performance reports & analysis
- Make decisions on special complaints (e.g., overdue per SLA, bulk cases).
- Develop self and team (training, briefings, continuous updates).
- Ensure participation in Quality Service Management & Assessments; achieve KPIs; follow client business processes; take inbound calls when needed.
Job Requirement
- Minimum 3 years in call center/travel/customer support in a quality assurance/improvement role.
- BPO background; OTA exposure is a plus.
- Experience as Team Lead/Supervisor/Manager; accustomed to managing performance targets and working with 24-hour operations.
- Project management; able to handle multiple concurrent initiatives independently.
- University graduated.
- Excellent command of spoken and written English and Vietnamese
- Disciplined, highly motivated, and able to motivate/encourage the team.
- Data-driven mindset; critical thinking.
- Reporting & presentation skills.
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HR1Vietnam Holdings
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Company size:100 - 499
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Address:Lầu 8, tòa nhà số 28-34 Pasteur, Phường Sài Gòn, TP.Hồ Chí Minh, Hồ Chí Minh
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Website:www.hr1vietnam.com
HR1Vietnam Holdings has over 12 years of experience and has been nationally well-known as the Leading professional recruitment Firm and trusted in the market.
HR1Vietnam Holdings with more than 100 professional consultants nationwide, specializes in recruiting professionals in different positions for multiple organizations around Vietnam and APAC, connects with highly qualified Candidates for specialists, mid to senior level and executive level positions.
HR1Vietnam Holdings is a one-stop dynamic HR services provider to support our Clients on every step of their way to grow.
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